Tech Transformation: Coforge’s role in elevating Enterprise Service Management with Salesforce
Overview.
Facing persistent delays and inefficiencies from a fragmented service system, a leading tech talent enablement company sought a solution to unify their internal processes. With multiple portals and no centralized tracking, operations were strained. Discover how Coforge's unified Experience Cloud portal brought order to chaos, boosting user experience, transparency, and resolution speed.
A leading Tech talent enablement enterprise grappled with inefficiencies in delivering internal services due to the lack of a streamlined ticketing system and fragmented departmental portals. This resulted in delays in resolving employee requests, inconsistent user experiences, and challenges in tracking Service Level Agreements (SLAs) and reporting. To address these issues, the organization sought a unified, centralized solution with a Single Sign-On (SSO) enabled Experience Cloud portal to consolidate existing portals, enhance user experiences, and enable efficient SLA tracking and comprehensive reporting capabilities.
Solution.
The new Experience Cloud portal implementation offered a guided user experience, empowering employees with intuitive self-service capabilities.
Knowledge articles were incorporated for case deflection, reducing the volume of repetitive queries, and enhancing self-service capabilities.
Users could select the relevant category for their issue by browsing through descriptive category labels, streamlining case routing and assignment.
Minimal information was required from users during case submission, with personalized list views enabling effortless case tracking.
Automated notifications kept users informed about case progress, enhancing transparency and communication.
For IT-related tickets, specific entitlement processes with predefined SLAs were implemented based on team assignments, ensuring efficient case resolution.
The Impact.
40%
Faster case resolution
30%
Reduction in case volumes
30% reduction in case volume through effective case deflection using knowledge articles & self-service portal.
70% CSAT Improvements due to good user experience with minimal information required while raising the case.
40% faster case resolution leveraging entitlement processes and SLA tracking.
Transparent process with real-time updates on case status changes, fostering trust and accountability.
Comprehensive reporting capabilities enabled pattern analysis of time-consuming cases, facilitating proactive process improvements.
